How is a complaint mechanism established?

The best way to establish a complaint mechanism will vary from company to company. Your company may already have procedures in place that could be expanded into your future complaint mechanism?

This might be an existing public e-mail address or telephone line for customers that wish to raise issues. Or an internal, anonymous mail box your employees can use to make suggestions or raise issues. These existing procedures can be a good starting point for establishing an effective complaint mechanism.

When you begin this work, you can ask yourselves the following questions:

Do we already have a procedure or mechanism in place to handle complaints, at least in part?

It can also be worthwhile to consider existing guidelines in this area. See, for example:

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